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Talk Talk Calamity
daggy
Posts: 1,167 Forumite
Hi Everyone,
Wondering if anyone can provide me with some advice.
Placed an order with Talk Talk on 05th Dec as there was an offer on which mean I got their fastest internet with speed boost for £20p/m plus £150 (might have been £130 cashback).
Instantly got an email saying there was an issue with the order. Several weeks of calls etc and they came to the conclusion that the issue was an open disconnect order on my current (sky line), ergo someone else is trying to take over the line. Agreed to cancel order as that was the only way forward, speak to sky to confirm no issue and resubmit.
Basically waited a bit and re-submited on 8th Jan, another instant e-mail advising of issue. Talk Talk called and confirmed issue was open disconnect.
Called Sky who sent to their provisioning team, called back the next day confirming there's no issue on the line and no open disconnect.
Called Talk Talk back 9th Jan, complaints manager suggested resubmitting, so I said no as there should be no issue and escalated the complaint to the 'CEO'.. advised I'd receive contact from them to resolve.
Rang back on 15th Jan to be told I'd have to give them 5 days from the date it was escalated to call back, which conveniently was the 16th.
Shock, I never received contact.
Just called today as still not heard anything... spent 40 minutes on the phone to be told that they couldn't do anything as it's been escalated to the CEO and I'd have to wait until they contacted me, the lovely Nadia confirmed it's up to 5 days (we're now at 12), but because it wasn't they're obviously looking into it and I'd just have to wait.
Anyone had a similar experience and managed to resolve it?
Surely they must be breaching some sort of ofcom thing... this is abysmal.
Any help greatly appreciated
:mad::mad::mad:.
Wondering if anyone can provide me with some advice.
Placed an order with Talk Talk on 05th Dec as there was an offer on which mean I got their fastest internet with speed boost for £20p/m plus £150 (might have been £130 cashback).
Instantly got an email saying there was an issue with the order. Several weeks of calls etc and they came to the conclusion that the issue was an open disconnect order on my current (sky line), ergo someone else is trying to take over the line. Agreed to cancel order as that was the only way forward, speak to sky to confirm no issue and resubmit.
Basically waited a bit and re-submited on 8th Jan, another instant e-mail advising of issue. Talk Talk called and confirmed issue was open disconnect.
Called Sky who sent to their provisioning team, called back the next day confirming there's no issue on the line and no open disconnect.
Called Talk Talk back 9th Jan, complaints manager suggested resubmitting, so I said no as there should be no issue and escalated the complaint to the 'CEO'.. advised I'd receive contact from them to resolve.
Rang back on 15th Jan to be told I'd have to give them 5 days from the date it was escalated to call back, which conveniently was the 16th.
Shock, I never received contact.
Just called today as still not heard anything... spent 40 minutes on the phone to be told that they couldn't do anything as it's been escalated to the CEO and I'd have to wait until they contacted me, the lovely Nadia confirmed it's up to 5 days (we're now at 12), but because it wasn't they're obviously looking into it and I'd just have to wait.
Anyone had a similar experience and managed to resolve it?
Surely they must be breaching some sort of ofcom thing... this is abysmal.
Any help greatly appreciated
:mad::mad::mad:.
0
Comments
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Called Talk Talk back 9th Jan, complaints manager suggested resubmitting
This won't help your situation... but having talked to many TalkTalk complaints managers, my conclusions were as follows:- Complaints managers are very, very junior people. Their job is to answer the phone, and look at your account, and read the notes out loud to you - or read a script out loud to you.
- They don't understand what the words mean that they are reading out. They have no technical training.
- If you ask them any question, they don't have any information available to answer it. So they make up something. (Some of the answers they make up are so stupid, they leave you speechless.)
- Essentially, TalkTalk just employ very junior people as Complaints Managers as 'cannon fodder' for angry customers to rant at.
So it just gets very exasperating, if you try to discuss a problem with them. I found that it's better not to bother.
You might find you get better support by asking your questions in the TalkTalk forum. https://community.talktalk.co.uk/0
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